Help Desk Analyst

Help Desk Analyst

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

The Help Desk Analyst will respond to incoming help and service requests from end users which may be submitted in-person, via telephone, e-mail, or Mattermost, and resolve issues in a timely and courteous manner.

Responsibilities

• Setup of IT equipment, including laptops, Polycoms, ZOOM rooms, VTC camera equipment, multifunction machines, etc.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Build rapport and elicit problem details from help desk customers.
• Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN, WAN, VPN, the internet, and new computer technology, communicating solutions to end-users.
• Prioritize and schedule problem resolutions.
• Escalate problems when required to the appropriate next level.
• Use the ticketing system to record, track, and document Help Desk requests.
• Apply diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions and resources on the internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform remote fixes at the desktop level, including installing and upgrading software.
• Perform preventative maintenance, including checking and cleaning workstations, PCs, laptops, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-up to help requests.
• Provide one-on-one end-user problem resolution for approved software.
• Receive, deliver, tag, set up, and assist with the configuration of end-user hardware, software, and peripherals.
• Support software and hardware on equipment, like scanners, copiers, printers, monitors, and other peripherals.
• Assign username, password, and access right permissions for multiple proprietary applications as well as client software.
• Help install local area network cabling systems and equipment, like network interface cards, hubs, and switches.
• Manage effective inventory control of property and monitor system warranty and support service programs to ensure maximum system uptime and availability
• Other duties as assigned.

Qualifications

• High school diploma or GED and 2+ years of related experience
• Experience using Windows Deployment Services for client imaging
• Linux configuration and management experience
• CompTIA Security+ certified or government-approved equivalent
• Current/valid US driver's license required
• Secret clearance is required

Knowledge, Skills and Abilities:

• Microsoft Excel and Word at intermediate skill level.
• Detail-oriented and the ability to effectively coordinate multiple resources, multitask in a fast-paced environment, and work under limited supervision.
• Ability to communicate, oral and written, effectively with management on all levels, strong relationship building, and customer service skills.
• Possess an understanding of inventory planning and control concepts and principles.
• Ability to work both independently and in a team environment is essential.
• Must have the ability to work extended hours, weekends, or holidays if required.